Customer Care Account Manager

# One Group | One Power

We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.

We are currently looking for a Customer Care Account Manager, who will ensures the efficient and productive utilization of human capital targeting to provide high quality of customer service to the total active base (EL & NG). Monitors the performance of external call center, external back office & retention section and ensures the provision of excellent customer experience. Monitors the operational flow and the achieved KPIs of the retention activities and thorough process optimization and capacity utilization, targets to minimize churn

What will you do:

• Responsible for effective and timely handling for the day-to-day supervision of the External Customer Service Team (call center, back office) so as to ensure the smooth operation and the achievements of the predefined targets and KPIs of online (incoming calls), offline activities (fax / email) and outbound campaigns.
• Responsible for the efficient operational flow of proactive & reactive retention activities, monitors the monthly KPIs and proceeds to required actions so as to achieve company's targets and minimize churn.
• Provides feedback concerning customer responses to the Customer Loyalty & Retention Officer and raises any issues that affect churn.
• Identifies training needs and conducts trainings & retraining, so as to ensure that the quality of the provided customer service & efficiency is at the required levels, organizes the training sessions for all new call center, back office & retention employees.
• Participates at the working team for company projects related to system enhancements & customer experience.
• Monitors and evaluates agent performance by providing learning or coaching opportunities, ensuring agents understand and complying with all call center objectives, performance standards, and policies, while provides guidance & feedback and answers agent questions regarding best practices or difficult cases.
• Prepares daily, weekly and monthly performance reports for review.
• Contacts with complaining customers via phone, when required and keeps records of customer interactions, assuming responsibility to resolve customer issues in an accurate and timely manner.
• Cascades knowledge and information to the outsourcing team related to new products or new policies / procedures and ensures their correct and efficient application
• Acts as a liaison between the Company and the Vendor by providing support and guidelines, ensuring that the Vendors performance meets the predefined standards of Enerwave. 

What you need to be successful:

• A BSc in Business Administration, Economics, Marketing or relevant discipline
• 2-4 years of relevant working experience, preferably in a similar position in the utilities sector
• A good overall understanding of the energy industry, trends and products
• Working commercial experience in a regulated environment
• Advanced knowledge in MS Office
• Advanced command of English (written and spoken)
• Excellent process-orientation and discipline
• Communication and interpersonal skills
  
  

Our offer to you:

• Competitive salary
• Performance-based variable pay 💰
• Ticket restaurant card 💳
• Transportation reimbursement ⛽
• Private Health Insurance coverage 🩺
• Pension Scheme
• Home electricity and natural gas discount ⚡
• Continuous learning & upskilling opportunities and access to our premium online training platform 📚
• Reimbursement for your athletic activities 🥈
• Wellness initiatives & benefits at the office
  

Enerwave will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data.